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Articles from CM.com

May 24, 2021 • Chatbots

What Is Conversational AI? A Deep Dive Into Modern Chatbots

Whether you know it or not, you've probably interacted with conversational AI before — perhaps on your favorite brands’ website or in a chat conversation with a business. Today, we’ll break down conversational artificial intelligence, how it differs from traditional chatbots, and why every businesses should consider adopting it.

Apr 11, 2021 • Messaging Channels

13 Benefits of Conversational Chatbots

Communicating with customers efficiently is more important than ever — but doing so isn’t always easy. Chatbots, an increasingly popular form of artificial intelligence in the business world, enable companies to serve customers’ needs without human interventions. Today, we’ll explain the benefits of chatbots to help you determine if it’s the right tool to integrate into your customer service strategy.

Apr 11, 2021 • Mobile Marketing Cloud

9 Mobile Marketing Trends To Watch For in 2021

Few industries have evolved quite as rapidly as mobile marketing. Consumer habits and mobile technologies change fast – businesses need to stay one step ahead of the competition to stay relevant with mobile users. In this article, we’ll share our predictions for the most impactful mobile marketing trends in 2021.

Apr 11, 2021 • Mobile Service Cloud

12 Customer Service KPIs You Should Be Tracking

Providing excellent customer service and increasing engagement is more critical than ever. Customer service KPIs are a means of tracking the effectiveness of your customer support efforts. KPIs give you feedback on which metrics offer the most bang for your buck and keep customers satisfied.

Apr 11, 2021 • Messaging Channels

What Is WhatsApp Business? Top Benefits of the Most Popular Messaging App

Are you interested in learning about WhatsApp Business and what it can offer as a customer support tool? Introducing a new channel can be time-consuming and tricky – but not to worry. We’ve broken down everything you need to know about WhatsApp Business to prepare you for this new addition to your omnichannel toolkit.

Apr 10, 2021 • WhatsApp

A Starter Guide to Whatsapp Message Templates & Buttons

WhatsApp Message Templates are specific message formats that businesses use to send out notifications, alerts, and customer care messages to people who have opted-in to receive messages. These may include appointment reminders, shipping information, issue resolutions, payment updates, and can now be enriched with interactive buttons.

Jan 22, 2021 • Chatbots

The 10 biggest challenges facing today's customer service manager

Customer service has changed and improved enormously over the years. Until a few years ago, companies could only be reached by phone, e-mail or face-to-face. Fortunately, the rapid digitization of our society has contributed to better accessibility of both companies and customers. However, customers' expectations have also changed a lot in recent times . Managing these expectations is sometimes challenging and frustrating. We investigated: what are the ten biggest challenges for today's customer service manager?

Jan 22, 2021 • Mobile Service Cloud

Service as You Know It Will Disappear in 5 Years

Customer service has traditionally relied on channels such as email, phone and face-to-face contact, but the industry is changing rapidly. As people begin to rely on digital support more than ever, service as you know it will be dead in 5 years. In this article you'll learn about the main drivers of changing customer service and how to tackle these challenges.

Jan 12, 2021 • Chatbots

5 Myths Busted For Automating The Customer Service

In a world dominated by an “I need it now” mentality, customers don’t just want their queries solved. They want them solved efficiently and they want them solved now. The days of being put on hold, or scrolling through websites have come to an end and customer service needs to adjust to keep up. Companies need to provide each individual customer with the smart, tailored experience they deserve, that’s why we set out to develop DigitalCX: a platform for automated customer service.

Jan 11, 2021 • Customer Experience

What is Mobile Marketing?

More than ever, our smartphones are part of our lives and focusing on mobile marketing provides new opportunities for your business. Your customers are on their mobile phones regularly, so make sure you reach them there. In this article you'll learn what mobile marketing is, how to use it, which channels to use and how you can respond to your customers' needs.

Dec 14, 2020 • Artificial Intelligence (AI)

The Role of Chatbots in an Uncertain Society

From single-purpose programmes that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbots – or conversational agents – are becoming increasingly popular and utilised by businesses to deliver proactive and personalised services to their customers.

Dec 01, 2020 • Chatbots

How to improve customer communication with omnichannel conversations

Effective communication fosters trust and builds relationships, playing an essential role in both personal and professional life. By offering helpful feedback and encouraging open-mindedness, effective communication contributes to the success of any business, regardless of sector and size.

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